Address: Langston Rd, Loughton, IG10 3TQ, United Kingdom
Phone: +442036138304
Rating: 3.8
based on 398 reviews.
Customer Service
Pros:
"Excellent service and great communication from the used vans team."
"The whole transaction went very smoothly and Sophie was very knowledgeable on the vehicle we wanted."
"Stan showed a level of caring that I wasn't really expecting."
"Ebenezer provided us with information that guided us to the best option. He is very friendly and accommodating."
"Warm and welcoming and very helpful."
"Phone calls always answered and returned."
"Really helpful staff, massive selection of cars."
Cons:
"Arrived on time for my pre-booked appointment with a sales rep only to be told he was with another customer and to take seat."
"Have been trying to call for over a week. Have now spoken to the rude receptionist 3 times (she hung up today!)"
"The response I got from staff was very dismissive, VW Loughton painted a picture to me that they are above the law."
"The service department never answer the phone, EVER."
"This branch deserves a 0 Rating! I am absolutely disgusted and shocked at the non-existent level of customer service I have experienced with this branch."
"Please Sharon don't bother sending a message to email you directly as I won't but to everyone thinking of taking you car here for anything stay far away."
"Shocking communication between staff and customer. One of the staff Nav is a liar and the lies are not appreciated."
Vehicle Purchase & Sales Experience
Pros:
"Recently bought a used VW Caddy from this dealership and had a great experience."
"I recently purchased a car from this dealership and I could not be happier."
"Just purchased a Polo from here and couldn't be happier with the service provided by Al Islam."
"Ted and Mel has been a great help and put me at ease throughout the whole buying process."
"Got an absolute peach of a Caddy from Mel. She couldn’t have been more helpful, sending videos of the van with a totally transparent description of the bodywork condition."
"He is a credit to Marshalls Van Loughton and I highly recommend them when choosing your next van."
"I would highly recommend to anyone."
Cons:
"Abysmal experience with them. Secured a car from them and as soon as they knew I was buying with a personal loan, it all started to go awry."
"They are so bad that I told my husband never to buy VW cars again as only they seem to be our local VW garage."
"Absolutely disgusted and I have nothing but negative things to say about the branch."
"Either the sales rep double booked or his customer arrived late eating into my appointment time."
"Like most dealers, they can’t do enough for you until you pay for a car, then treat you like a piece of dirt once they have your money."
"I was sold a used car for over 27 thousand pounds that broke down on me the next day."
"Do not buy a car from Volkswagen in general."
Service & Maintenance
Pros:
"Had to take my Multivan into Marshall's a couple of times to rectify a couple of minor warranty issues and was surprised to have the issues attended to straight away."
"They solved the issue with the car and even arranged a courtesy car for two days."
"I was contacted by the services department who explained that due to staff shortages they were have trouble keeping up with demand so was very apologetic and offered me a booking for the Next working day."
"Also great aftercare, Mel called me the next day to check everything was fine with the van after my long drive home."
"My vehicle is a mobility car, so I was extremely pleased with how helpful the lady over the phone was and arranged for collection and delivery of my car."
"Im dealing with a person by the name of Sara in Service. I have to say, the communication, updates, professionalism has been excellent."
"A lovely young lady came outside to check the light. She told me it was indicating that my tyre pressure was low, and she asked me to take a seat while she got it seen to for me."